Blue Ridge Travel

Dear Revdex.com,
We are very sorry that the customer has had to endure this concern.  This purchase was made in 2012 and is far
outside any warranties. All merchandise purchased from Bob’s comes with a one
year standard manufacturing warranty. 
As this piece is no longer under...

warranty the customer
was offered a billable service.  This
service was set up so that the tech could establish if the piece was repairable
and if parts were needed, what parts would be required to bring the piece back
to showroom quality.  The service did not
include the cost of the parts.  Parts
would be at the customer’s expense.  We
would not order parts before the inspection; we would not want the customer to
pay for parts that were unnecessary. 
It is the consumer’s responsibility to secure any
furniture in their home.  Anti tip kits
are available from online retailors, hardware stores and big box
retailors.  It is not possible for
retailors to be aware of which customer’s have children in the home and which
of those children might climb or pull or tip merchandise.  As parents it is our responsibility to
safeguard our homes and our children. 
This dresser has been in the home for over four years with no concerns
reported.  We would not be able to offer
any resolution on this concern. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
We do have a policy for a one time comfort reselection,
as stated on the attached sales order. 
It does specifically state we allow...

a reselection once.  This customer asked for that reselection in
April.  The delivery of the new mattress
was made in May 2016.  As this is a
significant cost to the company, all returned mattress are incinerated and we
do not charge for this service, we are not able to extend the offer more then
once. 
There is clear description on the information tag for
each bed- I have attached the description tags for review.  It does show one is wireless and one is hardwired. 
We have already offered a reselection on the base and
the mattress.  We have no other options
to offer at this time. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good
Morning Revdex.com-
Our technician went to the customer’s home on May
3, 2016.  The technician found a cracked
rail.  The technician discussed the cause
of the crack with the customer as it was clearly not a manufacturing
defect.  The customer admitted to the
technician...

that it was probably caused by jumping on the bed.  Jumping on the bed is not a manufacturing
defect, nor is it an accident.  It is
misuse of the bed.  Misuse is not covered
under the manufacturing warranty nor is it covered under the Guardian
guidelines.  Jumping on the bed is not an
accident.
I truly wish I could offer this customer recourse
for her concerns however the customer’s own statement to our technician was
confirmed with our customer care agent. 
This speaks to the reasons why this merchandise damage is not related to
factory defects or a fault of our business.
We apologize to our customer that we are unable to take
responsibility for damages that are caused completely outside of our control.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:As per my complaint, I am not still dissatisfied with the furniture i'm requesting an admission of wrongful and false credit check and written letter to the credit reporting agencies. My complaint also detailed an additional purchase for a coffee table set 3 weeks later that has not been resolved so I went into the store a got a refund 9 days after the purchase that was told would be delivered to store a 2 days earlier.for the coffee table set.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are sincerely sorry for the extreme delay.  The gift card department was running behind
due to training a new staff, during the Holiday rush.  The credit has been applied to the
account.  Again we apologized for the
delay. ...


Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for this failure.  The store should have reached out to the customer
within the 24 hours stated on our website. 
There is no excuse for that not having been done.  If policy had been followed and the customer was
advised in a timely...

manner, they might have been able to select other,
available merchandise.  We are sincerely
sorry that we did not provide this customer with good customer service.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
We are very sorry for all the issues represented in
this complaint.  One of the issues,
routing timeframes, is an understandable concern.  We do try to accommodate every customer’s request
that is not always a possibility.  We do
over 20,000 deliveries...

every day.  A lot
of our customers are looking for a specific window of the day, usually
early.  Not every delivery on the truck
can be an early delivery or service.  The
customer called in looking for a refund on mattresses that they had picked out
and were unhappy with.  That is something
we offer under our comfort reselection policy. 
The customer then decided to have a technician come out to see if there
was defect.  No return was schedule
during that call.  We would not schedule
a technician to inspect and a team to pick up for a refund at the same time.
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. Any compensation agreement is discussed
after the customer has been fully satisfied with the merchandise they paid for
and a form of apology is usually processed by gift card.  Working beyond a structure that is set in
place to keep things fair for all consumers is a retailer’s way of
applying empathy and accepting responsibility for a customers concern.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
We are very sorry that this order has not gone well for
this customer.  While we would like to
accommodate every customers request every time, that is not possible as a
business.  We understand that with small
children in the home time is always in demand and it is difficult to schedule
around all the demands.  We can offer a
token of apology for the frustration and delivery issues this customer has
endured.  We are happy to offer this
customer an ECard to be sent to the email address on this complaint in the
amount of $100.  If you wish to accept
this please respond back to the Revdex.com mediation service and we will process the
necessary paperwork and you will receive the ECard in 5-7 days. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that we were not able to complete the
delivery and assembly of the bed.  We do
show the team was at the residence.  All
of our trucks have a GPS tracking unit. 
We show the truck was at the customer’s home from 227 to 233 pm.  The...

team did submit photos of the front door
with the truck backed up close.  We have
attached the photo. 
We see that the delivery has been rescheduled for headboard
and the customer will be compensated once the delivery is completed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us.
While any delivery failure is difficult, those
involving disappointing children we find especially upsetting.  We are very sorry that this has...

been such a
difficult and frustrating experience.  We
are not able to grant the customer’s request however.  We would like to offer the customer a refund
of the delivery fee which can be done either as a refund to the original Visa
card used on the purchase or as a corporate check.  In addition we would like to offer a store
credit, placed in the customer account for a future purchase, of $100.  While we understand that this is not the
amount the customer is requesting, it is far above what our policy allows for
compensation.  It is meant as an apology
for the lack of service the customer has received. 
 
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Our Customer Care Offices have been researching this [redacted]
Claim with [redacted] on the customer’s behalf and as of today (10.21.2015) we contacted the
customer and left messages on ###-###-#### and phone number
###-###-####.
As the customer’s claim for damage is...

being handled by
the [redacted] company the customer will want to contact the [redacted] company to
complete the processing of this claim.
As of today (10.21.2015) [redacted] is seeking that the
customer call them back by 10.27.2015 to accept one of the options they have in
place for resolution. They currently have two different options available to
disclose to the customer.
We do apologize for any frustration this claim’s process has
caused our customer to experience however at this time the protection plan sold
has not failed our customer.
Please advise the customer to make direct contact with [redacted] by
10.27.2015 so their claim can be completed and resolution processed.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry, this is not brand new merchandise.  If it was purchased brand new and delivered. We would be able to offer a different resolution.  This was bought at a deep discount from the Outlet. It was missing the part and the customer was aware the parts would have to be ordered.  We are very sorry that the part requisition is taking longer than we would wish for. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: the assessment by the technician is false. I did not overstuffed my drawers with clothes causing the bottoms to fall out. If that was the case why is it that I've had to call several times to have the bottoms repaired on both the chest and the dresser. The floors in my bedroom are even and the chest and dresser are on opposite sides of the room. I am still requesting replacement or a store credit.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Based on the consumer’s rejection response I am forced to assume
that they may have missed our previous communication so I am reposting in the
hopes that we can continue to help our customer’s move forward. The bold
underlined text outlines what we are looking for from the customer to aide in
moving forward with resolution on the chairs. As a business we are responsible
to offer options as disclosed in our warranty coverage terms and conditions and
we are certainly trying to do just that.
                As the
customer has communicated, the customer caused damage to the table top is a ‘Goof
Proof’ concern and would need to be reported to the [redacted] company -as indicated
on the sales invoice we provided at the time of sale- accidental damages are
handled by the [redacted] company, not Bobs Discount Furniture.
Original
response for dining room furniture:
In reference to the dining room furniture – The
customer was granted a reselection on a previous set from 2014 as an extreme
courtesy. At that time one of the customer’s chairs had a rung that came
off of the chair. We asked the customer to pay $10.00 (+tax), because they were
beyond the warranty period associated with this chair, for a new part and the
customer refused. Instead we agreed to take back the entire set of dining
room furniture and deliver what the customer currently has. The current
table in the home has extreme signs of in home damage to it (please see the
attached pictures).  As a business we are unable to make any more courtesy
offers to the customer in relation to the dining room merchandise. We are happy
to offer service, parts, or replacement on the chairs under the terms and
conditions associated with the customer’s Goof Proof Plus Protection Plan. Our
technician reported to us that he attempted to offer service on these chairs on
9.16.2015 and was told by the customer not to repair. The concern the chairs
are having is serviceable and we
guarantee the product thru the five year protection plan period.
 If the customer still wants to refuse service and would like to look into
the option of using up their one time replacement (this means fulfilling the
protection plan purchased) they may submit photos of all the chairs to the Revdex.com
so that we can review the overall condition of the merchandise. We will respond
with what option for replacement is available after this review. It is
acceptable for any retailer to expect that the merchandise will be kept in
overall good condition prior to the initiation of a warranty claim.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
Due to the nature of this complaint, we have reached out to
the customer directly to discuss our offer of resolution.  We hope the customer will consider our offer
and will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing...

this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

It  was the supporting beams that were missing from our bed.  However, since my husband got nowhere with customer service, he called the store.  The manager at the store actually took the support beams off the bed in the store and gave it to my husband.  If only customer service was as helpful I would have never had made the complaint.

Good Afternoon Revdex.com-
Due to the nature of this complaint, we have reached out to
the customer directly with the ECard number that was created for them.  We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
We are very sorry if there has been any miscommunication.  Our records indicate that the customer was
offered several options on 7.23.16 and called back with their decision on
7.27.16.  At that time a concession to
keep the piece as is no warranty was created. 
As all of our call center calls are recorded, I have reached out to the company
we use to have the call pulled for review. 
If after reviewing the call we find that the information in the account
is not accurate we will be reaching out to the customer to offer recourse. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer is having an issue with
this bed.  The first technician that was
at the home September 21, 2016 did determine that the bed was up to standards
with no manufacturing defects, he also stated that the issue the customer...

was
reporting was because the bed is on a non-carpeted surface.  The technician advised the customer install
rubber feet, a carpet runner or carpet pad. 
Some of our customers have reported this concern when there is nothing
for the support legs to grab onto.   The
support legs only are activated when someone uses the bed.  They then touch the floor and need a surface
that they can grip.  We suggest the
customer try this option as we can not offer to replace a bed that has no
damage or defect. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for the delay.  Refunds can only be processed to the original
method of payment.  When the customer provided
the store with her credit card information the store should have compared to
the original sale.  They would have seen
it was not the correct card to refund and they would have been able to advise
the customer.  When incorrect information
is applied to a refund, it stays waiting on hold to be corrected.  This has now been corrected by the store and
the refund should process without further delay. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that this
customer is unhappy with the purchase that was made.   This merchandise was purchased from our
Outlet area in the store and was sold “as is, no warranty”.   This merchandise is clearly marked in the
store and kept...

in a separate area to avoid any confusion. 
The sales
order the customer signed is noted in two separate areas with this policy,
please see attached.  In the notes the
sales person added it is marked under Special Instructions “ No Service,
Warranties or Returns” and in the last page of the sales order, reviewed and
signed at time of purchase, in the area marked as SERVICE POLICY
 
Merchandise
purchased from our “Outlet” or Clearance Centers that is not brand new/factory
fresh is excluded from these factory defect guarantees.
We did offer a Best Effort service
to this customer out of extreme concern for the safety of the household.  The tech found that the springs could not be
repaired.  If this customer would like to
purchase a new spring kit and an installation service we can certainly offer
that option.  This set was sold to this
customer at more then 50% off regular retail. 
It was sold as is, no warranty. 
It was sold with the understanding that it is not brand new factory
fresh merchandise. 
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture